Description

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

The Amazon Web Services (AWS) Marketplace is looking for a Technical Services Manager to join our fast-paced Vendor Finance Success Team (VFS). The AWS Marketplace is an online store that helps customers find, buy, and immediately start using software and services that run on the AWS Cloud. This is an exciting opportunity to help deliver on our mission to bring Amazon’s e-commerce expertise to cloud software and fundamentally change how software is discovered, purchased, and deployed by AWS customers.

The Technical Services Manager role will own and execute the revenue recognition processes for the Marketplace Private Offers program. This role combines operations, program management, and technical knowledge to build programs and processes that scale. They will drive operational improvements to add value, eliminate waste, and improve the customer experience. They will interact with external customers to resolve escalated issues, with internal stakeholders to improve the revenue recognition programs, including collaborating with technical teams to deliver new features to AWS customers, and build new programs or expand on existing ones that deliver high value.

The role requires a strong communicator who can learn concepts quickly, and apply them to problem solve and come up with creative solutions. The ideal candidate has strong attention to detail, can execute well to deliver results in an ambiguous environment, possesses a high level of ownership, can communicate across multiple departments and has a drive to improve current processes.

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Key job responsibilities

• Consistently strive to improve the Partner experience by delivering superior Partner support, exceeding SLA expectations and driving other key support metrics.

• Build and strengthen collaborative relationships with Partners, service providers, engineering teams, and support staff.

• Perform quality control functions to ensure high quality output and build or contribute to the creation of new processes.

• Collaborate with internal stakeholders to maintain successful operations, including Leadership, Finance, Legal, Sales, Business Intelligence, Product, Engineering.

• Manage internal and external Accounts Receivable inquiries and research invoice discrepancies.

• Build, maintain, and publish program-related content and collateral.

• Create and implement standard operating procedures and process workflows.

• Dive deep into technical details, diagnose and reproduce issues with Amazon technology products, guide customers and share best practices.

• Perform Partner and customer escalation and support process.

• Audit work for potential defects that result from product/feature launches and process improvements.

• Facilitate onboarding support and role training for new VFS Tech Services team members.

Collaborate with internal stakeholders across the business to build scalable processes and automate existing operations

A day in the life

Why AWS

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic Qualifications

• Bachelor's degree or equivalent work experience.

• 3+ years of program operations experience, preferably within sales operations or business development within a technical organization.

• Experience effectively communicating and presenting to senior leadership across multiple departments.

• Experience working with Excel and internal ticketing systems.

Preferred Qualifications

• 3+ years of experience in a customer facing support role.

• Experience scaling and developing startup programs and initiatives.

• Experience working with Product Management and Engineering teams to deliver new technical features of a Product.

• Experience with Lean/Six Sigma methodology, advanced Excel functions, technical writing

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $86,000/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.